GENERAL SUMMARY AND PURPOSE

Under general supervision, supports the Patient Relations Manager by serving as a coordinator, liaison and educator in regard to the patient and family concerns and grievance process. Additionally, this position will provide support to the organization through compassionate and collaborative guest management, with an intense focus on patient and guest experience.  

SKILLS, KNOWLEDGE, EDUCATION AND EXPERIENCE:

High school diploma or equivalent required.  Associates or Bachelor’s degree with an emphasis in Psychology, Social Work, or related Health Sciences preferred. Healthcare and customer service experience preferred. Conflict management experience and de-escalation techniques preferred.

ESSENTIAL FUNCTIONS:

Knows, understands, incorporates, and demonstrates the Organization's Mission, Vision, and Values in behaviors, practices, and decisions. Maintains a database related to process and outcomes of the patient concern and grievance response program. Assists the manager with management of investigation and response to concerns and grievances. Assists the manager with coordinating communication with patient/family members regarding resolution of concerns and assists them in accessing grievance processes. Assists with education, in-services and training efforts. Attends department meetings, unit meetings and training as assigned. Visits units as needed to coordinate customer service practices and assist staff in management of challenging customer relation situations. Assists the supervisor with preparing reports on concerns and grievance process and outcomes to appropriate departments and committees.

Follows current regulatory guidelines and standards in regards to investigating and resolving patient grievances, including, but not limited to, grievances alleging a violation of Section 1557 of the Affordable Care Act. Assists the manager in determining need to revise or implement new internal policies and procedures to create a more effective program. Assists the manager with creating and providing opportunities for staff to acquire and maintain knowledge through informal training and development programs to enhance staff skills in handling patient and family concerns.

Utilizes Mission, HR and other SARMC resources for formal staff training. Requires the ability to work well independently and as part of a collaborative team. Advanced communication and customer service skills to communicate information (verbally and written) to a variety of roles clearly, respectfully, and adapt communication based on the receiver’s current knowledge base. Ability to form productive and positive relationships immediately with patients, their loved ones and other caregivers, while maintaining appropriate boundaries.

Ability to work independently with limited supervision. Ability to be supportive and work well within a collaborative team. Crisis management, de-escalation, and mediation experience preferred Advanced experience with creating and delivering presentations. Strong computer and audiovisual skills required.

Colleagues of Saint Alphonsus Health System enjoy competitive compensation with a full benefits package and opportunity for growth throughout SAHS and Trinity Health.

Visit www.saintalphonsus.org/careers to learn more about the benefits, culture and career development opportunities available to you at Saint Alphonsus Health System.

Saint Alphonsus and Trinity Health are committed to promoting diversity in its workforce and to providing an inclusive work environment where everyone is treated with fairness, dignity and respect. We are committed to recruit and retain a diverse staff reflective of the communities we serve. Saint Alphonsus and Trinity Health are equal opportunity employers and prohibit discrimination against any individual with regard to race, color, religion, gender, marital status, national origin, age, disability, sexual orientation, or any other characteristic protected by law.

Our Commitment to Diversity and Inclusion
 

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.